Title: M-government applications: measurement of users' satisfaction in the Kingdom of Bahrain

Authors: Hayat Ali; Reem Al Kabbi

Addresses: College of IT, University of Bahrain, Bahrain ' College of IT, University of Bahrain, Bahrain

Abstract: M-government applications are a vital channel in the communication between public and government. They play an important role in fast delivery of government services and have been adopted by many governments around the world including the Kingdom of Bahrain. The purpose of this research is to examine citizens' satisfaction with m-government applications in the Kingdom. A model of the factors that measure satisfaction with m-government applications was developed based on the existing models in the literature. A questionnaire was distributed and 100 responses were collected from m-government application users in the Kingdom. The findings revealed that factors that directly determine customer satisfaction include public expectation perceived quality and government image. Customer satisfaction also has a significant influence on public trust. The contribution of this research resides in its application of a developed a model of satisfaction with mobile applications, given that little research has yet been conducted to measure mobile platforms for service delivery for e-government.

Keywords: m-government; mobile applications; perceived quality; satisfaction; Kingdom of Bahrain.

DOI: 10.1504/EG.2018.095549

Electronic Government, an International Journal, 2018 Vol.14 No.4, pp.375 - 388

Accepted: 23 Jun 2018
Published online: 11 Sep 2018 *

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